Changing common area phone settings

After adding common areas, you can change settings like the phone's display name, emergency address, and caller ID.

Requirements for changing common area phone settings

• Common area phone added and provisioned
• Common area set up if using Zoom Phone Appliance
• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Account owner or admin privileges
• Common area license to add a common area and use minimal features
• Zoom Phone Pro or higher license to use auto-receptionist, call queue, voicemail, and IVR

How to access common area phone settings

Follow these steps if you want to edit the settings of a common area phone you have added.

Note: There are also global phone settings and policy settings that enable or disable certain phone features.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Users & Rooms.
3. Click the Common Areas tab.
4. Click the display name of the common area phone you want to edit.
5. Customize common area phone settings.

How to customize common area phone settings

Profile tab

• Display name: Click Rename next to the display name to change it.
• Site: Displays the site that the phone user belongs to. Select another site using the drop-down menu to move the phone to another site.
• Package: Click Assign to assign an outbound calling package. Click × next to an assigned package to remove it.
• Extension Number: Click Edit to change the extension number assigned to the phone.
  Note: Extension numbers can be up to 6 digits. If you have multiple sites and enabled site codes, extension numbers can be 2 to 5 digits and site codes can be 1 to 2 digits.
• Number(s): Click Assign to assign direct phone numbers to the common area phone. This setting is only visible if you assign a package.
• Outbound Caller ID (only visible if you assign a package): Select the outbound caller ID when the phone calls out. You can choose from phone numbers assigned to the main auto receptionist.
  • Customize Numbers: Click Add. You can add additional numbers as the outbound caller ID of the current common area.
    Note: If the extension has over 50 assigned outbound caller IDs, not all of them can appear in the Zoom app, and you will receive a notification message. You must select which caller IDs will be displayed in the Zoom app.
    
    • To add phone users to select specific direct numbers associated with an auto receptionist, call queue, or shared line group, select the appropriate numbers from the Zoom Phone tab.
      
      • At the top of the window, filter the numbers by clicking the dropdowns and selecting from the following options:
        • Click Extension Type (All) to filter by the extension type.
        • Click Site (All) to filter by the specific site.
    • You can also route calls to Zoom Contact Center (ZCC) voice flows and numbers from auto receptionists, call queues, shared line groups, and other routing options. Admins can view and select published ZCC voice flows with assigned phone numbers. They can also set ZCC numbers as outbound caller IDs for users, rooms, and common areas. To add Zoom Contact Center phone numbers assigned to Contact Center flows, switch to the Zoom Contact Center tab and select the relevant numbers.
      • At the top of the window, filter the numbers by clicking the dropdown and selecting from the following options:
        • Zoom: Selecting the Zoom dropdown will display numbers provided by Zoom.
        • BYOC: Selecting the BYOC dropdown will display BYOC ( On-premises) numbers.
• Country/Region (only visible if you assign a package): Displays the country of the phone's emergency address. The country determines the reserved extension numbers that you can't use for the phone.
• Area Code (only visible if you assign a package): Displays the default area code for outbound dialing. Click Edit to change it, or Set if you haven't added the area code.
• Emergency Address: Click Manage to edit the emergency address assigned to the common area phone. If you have multiple sites, you can select any address assigned to the site or the site's default address.
  Note: To update the emergency address on an IP phone, make sure to remove it first, then reassign it.
• Time Zone: Select a time zone to set the time displayed on the common area phone.
• Language: Select the default language.
  Note: Some languages listed may not be supported. If the language is not supported, the default language will be used.
• Default Transcription Language: Click the dropdown to select the default language for features such as voicemail, videomail, live transcription, call recording, and call summary transcription.
• Department: Enter a department name, then click Save.
• Cost Center: Enter a cost center name, then click Save.
• Data & storage: Select the country for your data storage. Recordings include phone recordings, voicemails, voicemail transcripts, faxes, and custom greeting prompts. Learn more about storage locations.
• Operation Data Storage Location: Click the toggle to enable or disable it. When enabled, copy Zoom Phone call logs to another location and determine where a copy of the newly generated logs will be stored.
  Note: The copies will be auto-deleted in 12 months.

The following buttons are at the bottom of the page:

• Remove: Remove the common area phone from the account.
  Note: For a common area set up with a Zoom Phone Appliance, the system deletes the common area from the account and unassigns the associated Zoom Phone Appliance. The appliance will appear in Device Management.

Policy tab

Policy settings allow you to enable or disable certain Zoom Phone features.

Settings tab

Note: After setting custom hours, you can customize how inbound calls are routed during these hours.

• Business Hours: Click Edit to change the times when the user can answer calls. You can set business hours to strong past 11:30 PM. You can also set business hours in increments of 10 minutes by manually entering a time; for example, 11:10 PM.
• Closed Hours: If you customized business hours, you can also set closed hours.
• Break Hours: Click Manage to designate the break list, break hours, and call handling.
• Holiday Hours: Click Manage to designate certain days are holidays.
• Delegation 🔒: Assign another phone user to make and receive calls on your behalf.
  Notes:
  • Your business and closed hours still apply when you use call delegation.
  • If someone assigned you as their delegate, you can accept the delegation request.
  • This feature requires a Zoom Phone Metered, Unlimited, or Pro plan.
• Intercom: Set up an intercom connection. Once an intercom connection is created, the phone will beep to notify the receiver when receiving an intercom call. The call will be automatically answered on the receiver's phone.
• Membership: If the common area belongs to a shared line group, click the toggle to enable or disable Receive calls from shared line group.
  Note: Shared line group calls will be received in the common area phone if enabled.
• General Settings: Use the account or custom settings for general configurations of desk phones assigned to your common areas. These general configurations of the desk phones in your account can be set globally, but some settings may not work for individual models. You need to manually reboot the desk phones to apply these changes.
• Keys & Positions: Change line key settings.
• Desk Phone(s): Add desk phones to your common area and allow hot desking if the device supports it.
• PIN Code: Show or edit the PIN code used to access voicemail, hot desking, unlock desk phones, and call authorized destinations.
• Zoom Phone Appliance: Displays the Zoom Phone appliance assigned to the Shared Office and set up as a common area phone.
  • Allow Hot Desking: Enable hot desking.
  • Calendar (optional): Choose a calendar resource to connect to the Zoom Phone Appliance.
  • Location (optional): Assign the Zoom Phone Appliance device to a floor so it appears as a workspace on the floor map.
• Show on smartphones: Click the toggle to enable or disable it. Learn more about managing common area department and smartphone visibility.
• Call Screening: Incoming direct external callers will be prompted to press a button to reach you; callers who don't respond will be disconnected. If enabled, your devices will not receive any third-party faxes.
• Blocked List
  • Click View or Edit to see a list of numbers and prefixes that are blocked. Numbers and prefixes besides Default are blocked by the admin and apply to all phone users in your organization. Click Add in one of the following sections to block prefixes, numbers, or extensions.
    • Blocked phone number prefixes: Block all numbers with a specific country code and area code.
      Note: For example, entering 1905 blocks numbers with country code 1 and area code 905.
    • Blocked numbers or extensions: Block a specific phone number or internal extension number.
      Note: Enter a country code before the phone number. For example, entering 19051231234, blocks number +1 (905) 123-1234.
• Block Rules: Configure the block rules.
  • Block Calls without Caller ID: Block all incoming callers that hide their caller ID.
    1. Click the toggle to enable or disable it.
    2. Select the checkboxes that you want:
       • Business Hours
       • Closed Hours
       • Holiday Hours
       • Break Hours
    3. Under When a call is blocked, click the dropdown and select from the following options:
       • Forward to voicemail/videomail
       • Disconnect
    4. Click Save.
  • Block External Calls: Set rules for blocking external calls during business, closed, and holiday hours. This setting only applies to inbound external calls. You will still be able to call external numbers.
    1. Click the toggle to enable or disable it.
    2. Select the checkboxes that you want:
       • Business Hours
       • Closed Hours
       • Holiday Hours
       • Break Hours
    3. Under When a call is blocked, click the dropdown and select from the following options:
       • Forward to voicemail/videomail
       • Disconnect
    4. Click Save.
  • Block Internal Calls: Administrators can block inbound calls from the specific internal extension types listed below. Blocking is applied based on the original caller when calls are routed through an auto receptionist, call queue, or shared line group. Exceptions, if configured, will override any block settings.
    Note: These block settings do not apply when the user is part of a paging group, using Push-to-Talk (PTT), or Monitoring (BMWT). Calls from Bring Your Own PBX (BYOP) extensions are considered external calls. Extensions that are members of a Call Queue or Shared Line Group are excluded from this feature.
    1. Click the toggle to enable or disable it.
    2. Select the Block calls from all sites checkbox.
       Note: Blocking calls from all sites also blocks calls from extensions, including users, common areas.
    3. Under When a call is blocked, click the dropdown and select from the following options:
       • Forward to voicemail/videomail
       • Disconnect
    4. Click Save.

Call handling settings

For business, holiday, break, and closed hours, you can use these call handling settings.

• Ring the Device: Enable or disable the ring for inbound calls.
• Ring Duration: If you enabled Ring the Device, set the maximum ring duration before the call is handled as specified in the setting below (When a call is not answered).
• When a call is not answered: Select how unanswered calls are handled during the specified hours.
  • Play a message, then disconnect: Plays a custom message for the caller, then hangs up the call. Click Audio Library to select, record, or upload custom audio.
  • Disconnect: The call will be disconnected without playing a message.
  • Forward to another extension: Route calls to another extension in the account.
  • Forward to External Contact: If the account has a directory of external users, you can route calls to an external contact.
• Greeting & leave voicemail instruction: Add or use the default greeting for voicemails.

Voicemail tab

View and manage the common area's voicemails.